Gainsight Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of developing the Customer Health Score from inception: establish the metrics, scoring methodology, and weighting that accurately reflect real risks and opportunities, ensuring they remain precise as the business evolves.

• Create and manage the Customer 360 (C360) to provide Customer Success Managers (CSMs), Renewal Managers, and leadership with a reliable, comprehensive view of every account at a glance.

• Develop and manage Gainsight playbooks and Calls to Action (CTAs) that translate customer signals into clear, repeatable actions for the Customer Experience (CX) team, refining them based on the outcomes they generate.

• Oversee account assignments and territories for CSMs, ensuring coverage is aligned and updated in Gainsight as the customer base and team expand.

• Configure, deploy, and manage the broader Gainsight platform, including dashboards, reports, end-to-end workflows, and system integrations.

• Create and sustain reporting and dashboards in Salesforce that provide the Customer Success team and leadership with clear, real-time insights into customer health and team performance.

• Collaborate with cross-functional stakeholders to gather requirements that involve Gainsight and the CRM, configuring the system to meet those specifications.

• Identify key metrics, data sources, and feed frequencies that contribute to health scoring and reporting, working with internal teams to maintain clean and up-to-date data.

• Manage daily platform support: address inquiries and ad-hoc requests, monitor system performance and data integrity, and offer recommendations for enhancements.

• Develop enablement documentation and train the CX team on new processes, tools, and Gainsight capabilities as they are introduced.

• Identify opportunities to enhance existing tools and processes, prioritizing efficiency throughout the post-sale organization.

⛳️ Requirements

• 3–5 years of practical Gainsight administration experience.

• Proven experience in managing health scoring, C360 configuration, and playbooks/CTAs within Gainsight (Rules Engine, scorecards, Cockpit, Journey Orchestrator).

• Strong understanding of Customer Success Operations fundamentals and how customer data facilitates proactive engagement.

• Ability to gather ambiguous business requirements and translate them into scalable configurations.

• Effective communicator capable of working with diverse personality types, learning styles, and functions.

• High level of ownership and a systematic approach to dissecting complex operational challenges.

• Gainsight Administrator certification (preferred).

• Experience with Salesforce integration and familiarity with the data-sharing dynamics between Gainsight and the CRM (preferred).

• 2–3 years of experience supporting Customer Success and Renewals teams in Salesforce.com concerning reporting, renewal forecasting, and dashboards (preferred).

• Background in Customer Success Operations, revenue technology, or CRM administration (preferred).

🏝️ Benefits

• Healthcare insurance

• Pension/retirement matching

• Comprehensive life insurance

• Employee assistance program

• Time off plans

• Paid company holidays